# What the monitoring article actually says

Canonical: https://warmtransfer.net/knowledge/wxcc-monitor-agents-on-call-reread

Last verified: 2026-09-05

The Monitor agents on a call article calls monitoring silent and describes barge as the supervisor's microphone turning on so that they become a participant[^6]. Where 2 supervisors request monitoring of the same call, 1 request succeeds and the other supervisor is shown an error[^5].

## Monitoring and barge restrictions

A supervisor cannot barge into a call while their monitoring is paused, and must resume monitoring before barging[^2]. A supervisor also cannot barge into a call while the agent is already in a consult[^1]. Furthermore, barge in is unavailable when the supervisor's desktop telephony is disconnected[^3]. 

When an agent consults after a supervisor has barged in, the supervisor is placed on hold and is resumed automatically when the consult ends[^4]. In addition, a supervisor must complete monitoring before signing out[^7].

## Omissions in the monitoring article

The Monitor agents on a call article states none of the 3 supervisor monitoring boundaries the agent call article carries: the wrap up block, the drop when the monitored agent exits, and the continuation while any agent remains[^10]. The article also names no permission, role, entitlement, or profile, with those 4 words occurring 0 times in it[^8]. In addition, the article does not mention recording, as record and recording occur 0 times in it[^9].

## See also

See also [What a supervisor can do and what is recorded of it](https://warmtransfer.net/knowledge/webex-cc-supervisor-desktop).
See also [What an agent can do on a call and what the desktop withdraws](https://warmtransfer.net/knowledge/wxcc-agent-desktop-controls).
See also [What gates a Webex Contact Center supervisor](https://warmtransfer.net/knowledge/wxcc-additional-supervisory-permissions).

## Applicability

Applies to: Cisco Webex Contact Center. Sources checked 2026-09-05.

## What remains uncertain

Whether an agent is shown that monitoring has started is not covered by the sources below. Where a supervisor's session boundaries are documented for supervisors is not covered by the sources below. Which of 2 competing monitoring requests wins is not covered by the sources below.

## Sources

[^1]: A supervisor cannot barge into a call while the agent is already in a consult. Source: [Monitor agents on a call](https://help.webex.com/en-us/article/nda5iqeb/Monitor-agents-on-a-call), Monitor agents on a call, barge restrictions. Checked 2026-09-05.
[^2]: A supervisor cannot barge into a call while their monitoring is paused, and must resume monitoring before barging. Source: [Monitor agents on a call](https://help.webex.com/en-us/article/nda5iqeb/Monitor-agents-on-a-call), Monitor agents on a call, barge restrictions. Checked 2026-09-05.
[^3]: Barge in is unavailable when the supervisor's desktop telephony is disconnected. Source: [Monitor agents on a call](https://help.webex.com/en-us/article/nda5iqeb/Monitor-agents-on-a-call), Monitor agents on a call, barge restrictions. Checked 2026-09-05.
[^4]: When an agent consults after a supervisor has barged in, the supervisor is placed on hold and is resumed automatically when the consult ends. Source: [Monitor agents on a call](https://help.webex.com/en-us/article/nda5iqeb/Monitor-agents-on-a-call), Monitor agents on a call, barge behaviour. Checked 2026-09-05.
[^5]: Where 2 supervisors request monitoring of the same call, one request succeeds and the other supervisor is shown an error. Source: [Monitor agents on a call](https://help.webex.com/en-us/article/nda5iqeb/Monitor-agents-on-a-call), Monitor agents on a call, concurrent requests. Checked 2026-09-05.
[^6]: The article calls monitoring silent and describes the barge as the supervisor's microphone turning on so that they become a participant. Source: [Monitor agents on a call](https://help.webex.com/en-us/article/nda5iqeb/Monitor-agents-on-a-call), Monitor agents on a call, opening and Before you begin. Checked 2026-09-05.
[^7]: A supervisor must complete monitoring before signing out. Source: [Monitor agents on a call](https://help.webex.com/en-us/article/nda5iqeb/Monitor-agents-on-a-call), Monitor agents on a call, sign-out precondition. Checked 2026-09-05.
[^8]: The Monitor agents on a call article names no permission, role, entitlement or profile; those 4 words occur 0 times in it. Source: [Monitor agents on a call](https://help.webex.com/en-us/article/nda5iqeb/Monitor-agents-on-a-call), Monitor agents on a call, whole article, counted against the rendered article. Checked 2026-09-05.
[^9]: The Monitor agents on a call article does not mention recording; record and recording occur 0 times in it. Source: [Monitor agents on a call](https://help.webex.com/en-us/article/nda5iqeb/Monitor-agents-on-a-call), Monitor agents on a call, whole article, counted against the rendered article. Checked 2026-09-05.
[^10]: The Monitor agents on a call article states none of the 3 supervisor monitoring boundaries the agent call article carries: the wrap up block, the drop when the monitored agent exits, and the continuation while any agent remains. Source: [Monitor agents on a call](https://help.webex.com/en-us/article/nda5iqeb/Monitor-agents-on-a-call), Monitor agents on a call, whole article, counted against the rendered article. Checked 2026-09-05.